Employer: Liverpool University Hospitals NHS Foundation Trust
Employer type: NHS
Site: Royal Liverpool Hospital
Town: Liverpool
Salary: £23,615 per annum
Salary period: Yearly
Closing: 15/11/2024 09:00
Clerical Officer - Emergency Department
Band 2
Job overview
Provide a thorough reception and administration service ensuring patients are admitted to the ED efficiently and accurately, providing an exceptionally high standard of customer care.
Work closely with other members of the ED teams; this is a varied role working within a busy and challenging environment. Demonstrating excellent interpersonal skills, a pleasant and caring personality, and the ability to remain calm whilst working under pressure are essential. Capable of working on your own initiative and flexible with working hours which follow a 24 hr rota. Motivation, attention to detail, and communication as a team player are all key factors in this varied role.
Previous experience in a similar role is desirable as is a good knowledge of IT and systems, administrative processes, and customer care. Working within the ED, the post holder will be expected to work weekends and Bank Holidays including Christmas and New Year.
Main duties of the job
The successful candidate will be part of a busy Emergency Department. The role is varied and will include:
1. Dealing with all aspects of clerical & reception duties including telephone enquiries, paging clinical staff, and taking/relaying messages.
2. Effectively dealing with all enquiries, via phone and face-to-face, regarding patients, staff, internal and external agencies, with the absolute exception of medical advice.
3. Accurately admitting, discharging, and transferring patients via appropriate manual or electronic methods available.
4. Inputting appropriate patient data into the departmental computer/information system. Completing diagnostic coding and tracking of A&E documentation.
5. Liaising with all departments on all issues of a clerical nature.
Working for our organisation
Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust. The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.
Detailed job description and main responsibilities
PROFESSIONAL
1. Act at all times to provide and maintain public and staff confidence in the service provided.
2. Work effectively as part of the multi-disciplinary Emergency Floor team.
3. Collaborate to provide a courteous and efficient service while maintaining effective team dynamics.
4. Deal tactfully and sensitively with patients & relatives/accompanying others.
5. Promote an open and participative culture within the Department.
6. Maintain professional development in accordance with the needs of the Emergency Floor.
7. Work within a department that promotes incident reporting in accordance with trust guidelines.
8. Ensure compliance with trust requirements regarding complaints and quality issues.
9. Act as an effective agent of change within the clinical area as appropriate.
10. Ensure resources are utilized effectively against workload and activity.
11. Provide effective communication within the Emergency Floor Reception and clinical areas.
12. Participate in managerial duties as delegated by the Emergency Services Administration Manager, Directorate Manager, or appointed deputy.
13. Liaise with/summon nursing staff regarding patient condition concerns.
Person specification
Qualifications
* GCSE/equivalent
* NVQ Customer Care
Experience
* Must demonstrate experience of working in the public sector.
Knowledge
* Knowledge of patient administrative systems (computerised); knowledge of hospital departments & clerical procedures.
* Familiarity with computerised information and Caldicott guidelines.
Other
* Calm temperament.
Skills
* Ability to work to deadlines.
* Able to demonstrate awareness of sensitive issues in A&E.
* Demonstrates ability to work on own initiative and as part of a team.
* Ability to prioritise workload.
* Flexible & adaptable.
The postholder will have access to vulnerable people in the course of their normal duties, and this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020, necessitating a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.
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